Esri

Workforce Management Manager

Esri

full-time

Posted on:

Location Type: Remote

Location: Arizona • Florida • United States

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Tech Stack

AWS

About the role

  • Monitor real-time staffing, queue performance, and agent adherence, and recommend or implement intraday staffing adjustments.
  • Track and report key workforce and contact center metrics, including service level, ASA, abandonment rate, AHT, occupancy, shrinkage, adherence, forecast accuracy, and staffing variance.
  • Produce recurring workforce reporting and analytics that support operational decisions, leadership visibility, and client experience improvements.
  • Partner closely with Nurse Triage and Patient Access Operations, Quality, and Training to support ongoing optimization and continuous improvement efforts.

Requirements

  • 5+ years of workforce management experience in a call center environment.
  • Management experience leading or overseeing workforce planning, scheduling, or intraday functions.
  • Bachelor's degree in Business, Analytics, Operations, Healthcare Administration, or related field (or equivalent experience).
  • Experience supporting remote and or 24/7 contact center operations.
  • Strong analytical skills with a proven ability to translate data into operational improvements.
  • Advanced Excel proficiency and experience building reports and dashboards.
  • Ability to manage multiple priorities in a fast-paced environment.
  • Required hands-on experience with Calabrio and AWS (contact center analytics and WFM tools).
  • Experience in healthcare environments.
Benefits
  • Health insurance
  • Paid time off
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
workforce managementanalyticsreportingdata translationExcelreport buildingdashboard creationstaffing adjustmentscontact center metricsforecast accuracy
Soft Skills
analytical skillsmulti-priority managementoperational improvementcollaborationcontinuous improvement